ComplaintsforVisual Health Doctors

• Initial Complaint

  05/26/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Dear Better Business Bureau, I am writing to file a complaint against Visual Health Doctors of Optometry - Arlington / Clarendon Metro regarding a recent transaction with their office. On March 24, 2023, I ordered a pair of eyeglasses with prescription lenses from their office for $338. I was promised that I would receive my glasses within two weeks, but as of late April, I have not received my order and have received no clear explanation from their office regarding the delay. Despite my attempts to contact their office multiple times, I have not received any updates on the status of my order until last week when I was informed that the frame I ordered had been accidentally broken by the lab during production. They instructed me to pick up a new frame at their office, but when I did, they charged me an additional $185 on top of the original $338 that I had already paid. When I asked for a refund for the inconvenience, their office refused to provide one. This is unacceptable as I was not responsible for the error that caused the delay and I should not be forced to pay more for a mistake that was not my own. I am disappointed with the poor communication and customer service provided by Visual Health Doctors of Optometry - Arlington / Clarendon Metro throughout this entire process. I request your assistance in resolving this issue with their office and to ensure that they provide proper customer service in the future. Thank you for your time and attention to this matter. Sincerely,**************

  Business response

  06/15/2023

  This patient was seen for services on 03/24/2023

  In which the patient received her services exam at $0 charge, she chose to use that same groupon voucher toward her glasses, in which she originally ordered a house brand (*******) frame. Her original groupon only offered a total on $225 off her glasses purchase. But instead she chose to take advantage of our package deal and saved $499 off the retail value, and paid a total of $338. 

  As of 04/12/2023 she was notified that her glasses are ready in perfect condition at our office, upon coming in she claimed the glasses were broken and that she wanted to change the frame. 

  To which she agreed, but she instead insisted on a High end frame (*************) in which the office manager called her and explained to her that due to the package deal discounts and the fact that she is upgrading into a frame of different value, she would owe $129. 

  This consumer did not agree and claimed that because the original frames did not work out for her, she would want us as the merchant to waive the upcharge and give her glasses to her without charge and for free. 

  She has left us a 1-star review on ******* she has called in a chargeback with her bank. 

  Attached you will see her original invoice, her notification with date for her original glasses, and a follow up email after her 1-star review breaking down all of her options. 

  Customer response

  06/18/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: Service not rendered. No glasses received as of June 18, 2023. Manager acted rude and refuse to provide refund despite prolonged wait (over three months). FYI: Eye exam fee was included in the ******* purchase. 
  
  Regards,
  
  ******* ***
  

• Initial Complaint

  11/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On September 13, 2022 I saw a promotion for a contact lens exam, *******, as I needed an updated prescription/ exam and further needed to purchase contact lenses. I offered the Groupon as well as my insurance. It seemed I would need to pay out of pocket for any purchase, which was not surprising and I was just grateful just to have some help with a portion of the eye exam. It is now nearly two months later, countless calls on my part when contacts would arrive—they stated they would NOT be willing to mail them directly to me. I called after several times and later received a voicemail they arrived for pickup on October 14, 2022. I called and again inquired that due to mobility(previous disability status with left leg) that I could please have them at least mailed after one month now to my work address. My card was charged $600 on September 13, 2022 and though little to no updates, nor email, nor calls(at least until I had called numerous times), still they demanded $15 for shipping, which it was stated(or I certainly I assumed timely) would be mailed as discussed. Wednesday, November 9, 2022(nearly an entire month later from the October 14, 2022 arrival of the contacts at the shop, still no contacts received. I called their office again(around 5-6th time) and assistant(they actually are often quite kind and seemingly understanding), stated, now, the contacts needed to be mailed first(actually secondly) to the ******* Doctors of Optometry Office BEFORE they could be mailed to me. I guess I was just speechless. Of course this all is a first world problem but perhaps not entirelyit has effected being forced with mobility challenge to either pay up more ($15) but more adversely, to wait another month? Im not sure because after cost of discount offer, cost of $600 and cost of shipping $15, I STILL have no contact lenses and absolutely nothing after nearly two months for this nearing $800 in charges to two of my credit cards. Solution? $300 refund.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩